Brand Specific Description:
Position Description: Expedia IT's (eIT) Field Services is looking for a dynamic individual capable of thriving in a fast-paced environment to lead our HQ Field Services team. We are seeking a seasoned professional capable of leading a talented team of technicians; with a focus on customer service and ticket management. As Supervisor, you will oversee your workforce to maintain Service Levels that have been agreed. You will also be responsible for establishing departmental processes/procedures, policies, goals, and operational metrics for Field Services HQ within eIT. You will support end users. The primary purpose of this job is to provide excellent service and support to IT customers who consume a broad range of IT service offerings and mentor the team in doing the same. The Supervisor is responsible to help ensure the team adheres to established incident escalation procedures. You will consistently hold individual and team meetings to keep your team updated, engaged and moving forward alongside the rest of eIT/eCP. Performance Management is a key piece of this role, following Expedia's internal performance management processes.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
Communicate progress at a cross functional leads level.
Represent the department as an active participant in various initiatives, projects and activities that directly impact eIT
Become an advocate for change and influence positive behaviour within your Peer group.
Provide accurate estimates for resolving problems.
Establish a track record of consistent delivery of quality products.
Investigate issues within own service in detail.
Provide general oversight and training for your staff on daily activities. Help ensure staff members adhere to procedures and makes recommendation for improvement. Mentor staff and provide input into performance evaluations.
Work with the team to ensure KPI's are met and escalated problems are quickly and properly addressed.
Troubleshoot complex IT problems for customers on various software applications, hardware systems and provide desktop application support.
Record all information associated with incidents, problems and/or requests in the ServiceNow ticketing system in an accurate and timely manner.
Develop and maintain a high level of familiarity with eIT systems and services in order to accurately document incidents, provide support, and escalate appropriately.
Work closely with management, business and customers to establish procedures for managing systems and troubleshoot/resolve system issues.
Ensure Field Services documentation is properly maintained.
Require ability to work "off hours" to implement solutions in order to limit impact/exposure to customers and being "on-call" as assigned.
Continuous skills and knowledge enhancement in a dynamic technical environment is required.
Support a culture of continuous improvement.
Experience and Qualification:
Education and Experience
Equivalent combination of education and experience is considered.
Minimum of five (5) years' IT support or one (1) year IT management experience
Strong customer service skills and people oriented.
Creative thinker with exceptional business, strategic, analytical, management and relationship management skills.
Gather data and drill down to root cause analysis, ability to recommend effective courses of action, communicate resolution, policy and procedures to the various IT leadership.
Maintain high standards, expectations, and delivery related to team performance with limited resources.
Effectively manage and mentor Staff regarding response to requests, prioritization, and SLA management.
Execute against budgets, implement schedules, manage team projects on schedule and within constraints.
Excellent organizational, communication and technical skills.
Thrive in a dynamic, evolving environment.
ITIL foundations certification would be beneficial
Relocation (Y/N): N
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.